FM Fire Control Company, Inc.

CAMPBELL APPLIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED WITH OUT SERVICE. AS I STATED ON THE REVIEW YOU MADE, THE TECHNICAN HAS ON HIS INVOICE HE DID NOT FIND ANY PROBELMS AT THE TIME OF SERVICE AND THAT THE UNIT WAS WORKING PROPERLY. HOWEVER, THE DOOR NOT BEING SHUT...

PROPERLY WILL CAUSE THE FROST BUILT UP AND FOR THE RETURN AIR VENT TO FREEZE OVER. WHEN YOU MIX WARM AND COLD AIR TOGETHER, YOU GET FROST. OUR SERVICE FEE IS $55 WAIVED WITH REPAIRS. BEINGS THAT THERE WAS NO REPAIRS MADE WE WOULD HAVE TO CHARGE $55 FOR THE TECHNICIAN TO COME OUT THERE. AGAIN, WE ARE VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED.

Complaint: [redacted]
I am rejecting this response because: The heat pump which was used went out the next day. My husband said he saw smoke in the air and then the heat pump stopped working. Now we have only heat and no a/c. I called Rabroker from Temple and had to pay another 75.00 and they said the whole thing needs to be replaced. I want my money back that I paid them in the first place for the new a/c or I will take them to small claims court. Plus, I no longer want to do business with this company ever again (after I get my ac refund).
Regards,
[redacted]-[redacted]

Complaint:...

[redacted]
I am rejecting this response because:A recommendation for a business should rest not only on whether the work was done well but how the customer was treated. As per the original complaint, they did not return calls when they said they would, did not show up when they said they would. They attributed my problems to an employee who was fired but there was no damage control on their part, no mea culpa, we expect to do better and we are so sorry for the inconvenience they caused me.  Instead the manager stated that it shouldn't be a big deal for them to call me and I can rush home to be there when the service man comes and that they were to offer anything for my inconvenience it would have to go through their collections and would take 2-3 weeks and they could not do the work. She then went on about how they only had x complaints per 100 visits and that was why their service was so great. I truly don't expect anything from them but will never do business with Campbell. They have an F rating with Angie's list which is in stark contrast with the Revdex.com A rating.
Regards,
[redacted]

Campbell Appliance Heating & Air was called out to look at the heater by Mr. [redacted]. My technician did intend on preparing multiple estimates so Mr. [redacted] could make an informed decision on how he would like to proceed with repair. & did take note of the possibility of a warranty on some...

of the equipment at this time. When the office reached out to Mr. [redacted] for additional information it was so we could obtain any warranty details & quote accordingly. At this time Mr. [redacted] said he had spoken with his wife & she had reminded him about work that had been recently done & was warranted by another company. Due to this he was not interested in any quotes or further information I had for him. I would like to take this opportunity to apologize for any negative experience Mr. & Ms. [redacted] had. While I can certainly understand the frustration of realizing the service needed would be warranted by another company who had provided repairs in the past that does not mean the [redacted] are not financially responsible for a service call they requested & received in a timely manner.

Tell us why here...All repairs for March 30, 2015 we complete on March 31st,2015.  If there were additional issues,we were unaware.  [redacted]. [redacted] did not calloffice again until July 6th,2015. On7-6-15 after we installed the new air handler, the new unit was cooling when weleft.  On...

7-9-15 we were advised the unitwas not cooling again.  We sent our technicianback out and found that the newly installed expansion valve was clogged and neededto be replaced with an exact replacement expansion valve.  We ordered the part on 7-9-15 we received thepart on 7-17-15.  We called [redacted]. [redacted] on7-17-15 and asked us if she would allow us to come install the part.  [redacted]. [redacted] was very rude and told us to shovethat part up our ___..  On 7-20-15 Mr.[redacted] called our office and asked if we could come install the part.  On 7-21-15 we installed the warranty part andthere unit is now cooling.  I called [redacted].[redacted] on 7-22-15 to make sure unit was still cooling their home.  [redacted]. [redacted] advised me there home is cooling.  Ouroffice advised [redacted]. [redacted] we had not received the part yet and we would callher as soon as we received the part.  [redacted].[redacted] did not want to listen to that and was very rude with her words andrequested that we come remove her unit. I advised her she was under warranty and we cannot just come remove theunit we installed and as soon as we receive the part we will get it installed. Wewill not be able to issue a refund for the unit, or compensation for which sherequested.

Complaint: [redacted]
I am rejecting this response becauseI have some additional comments / conditions for the supplier to meet before accepting their offer.Comment: I asked several times why I would have to pay to have one of the supplier's tech's come to my house to check the oven. The response I repeatedly got was that this was the only way the supplier would consider replacing the part. I was never told there would not be a charge for this service call. Please have supplier reconfirm there will not be a charge.Conditions: I do not want the tech that made the initial "evaluation" of the returned part to make the service call. He has already made the determination that the part was either damaged by the oven, or by me, or was not the part that was originally provided by the supplier. In the event the tech making the call determines the part that was purchased is defective and there is no issue with the oven, there will no further discussion on whether on not the board is "used", "burned" or was in any other way caused to be defective by any action take by me. Board will be immediately replaced at no cost or the full purchase price refunded.If the supplier prefers to not accept these conditions I will gladly return the part for a full and immediate refund.  
Regards,
[redacted]

We are very sorry that Mr. [redacted] feels this way, however we do know that the evaporator coil did need to be replaced.  We still feel that refunding half of the amount paid is fair.  We did a lot of work, out of pocket on the refrigerator.  We also offered to sale a couple of different refrigerators to Mr. [redacted] at our cost, with no install or haul away fees to help assist him in getting a new refrigerator, but was declined by Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because:I do not agree they know for sure the evaporator needed replacing.  They only replaced it because that is what "could have" been the issue.  After replacing the evaporator,they had to recharge the system.  Since the system has a slow leak, recharging the system is what I believe caused the refrigerator to cool for about a month.  The leak is apparently a little larger now.  Now, recharging the system only lasts about a week.As for offering to sell us a refrigerator at their cost, they did.  However, it was only after I made the suggestion.  Also, I could purchase the same make and models they offered cheaper at Sears.I still stick to my original terms to resolve this issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You had multiple opportunities to explain to me why we were never told our unit was under warranty and instead it was replaced with a generic unit that was not compatible with our outside unit.  I asked this question multiple times, once with the representative and again with the same person after I was placed on hold and then put on speaker phone, and was told the same thing.  The only thing we can do is have a technician come out and look at it.  We already had professionals out there undoing the damage you caused and correcting it.  I wanted questions answered and after multiple attempts became angry and upset.  I am shocked that instead of explaining why you did not disclose that our original unit was under warranty before removing it and apparently promptly disposing of it and addressing the complaints you are well aware of, you choose to critique my phone ettiquette.  You and your technicians had multiple opportunities to find out what the issue was and only left things incomplete or worse than they were to start with.  
Regards,
[redacted]

CAMPBELL APPLIANCES' INVOICES ARE NOT BROKEN DOWN INTO PARTS AND LABOR. WE ARE A FLAT RATE COMPANY SO THE TOTAL TICKET IS PER JOB. WE TRIED EXPLAINING THAT TO THE CUSTOMER OVER THE PHONE SEVERAL TIMES. OUR SYSTEM DOES NOT ALLOW US TO BREAK INVOICES DOWN. ONCE A UNIT HAS BEEN INSTALLED CAMPBELL...

APPLIANCE CANNOT ISSUE A REFUND.  AS FOR HER UNIT HAVING ADDITIONAL ISSUES. WE HAVE NOT HAD ANY COMPLAINT REGARDING THIS. THIS IS THE FIRST TIME WE HAVE HEARD FROM THIS CUSTOMER REGARDING THE UNIT MAKING AN UNUSUAL NOISE. THE UNIT IS UNDER WARRANTY SO WE WOULD BE WILLING TO FIX IT UNDER WARRANTY AT NO ADDITIONAL COST TO THE CUSTOMER.

Complaint: [redacted]
I am rejecting this response because: 1. I don't know how Campbell Appliance came to the conclusion that replacing the water value and repairing the ice maker were two separate issues.  I called them for one issue only, and that was to repair the ice maker.  After charging the money that they said they needed to repair the ice maker and after three visits, the ice maker is still not working.  Therefore the service that they rendered was either incorrect or insufficient.2. When the technician called me, he told me that in order for the ice maker to work, the water valve needed to be replaced.  He did not tell me that after the water valve was replaced, the ice maker would still not work, and it would cost me another $268 to replace it.  If he had told me, I would have chosen not to do any work at all.3. What Campbell Appliance says in the rebuttal is not close to the truth.  The technician only called me once, and that was after the first visit when he told me that the water valve needed to be replaced.  After the second and third visit, he never called to tell me that the ice maker was still not working.  I had to call the tenant each time to find out the truth.  After the third visit, when I called the tenant, she told me that the ice maker still did not work.  I called the Campbell Appliance office, and that was the time that I was told that the ice maker needed to be replaced and I needed to pay more money.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:No one from management has ever spoken to me about this damage.  They sent out a "supervisor" to inspect the damage who was more like a glorified technician to take some pictures and report back to the office.  A few days later I got a phone call from the office stating that management feels like its not their responsibility and I should file with my insurance.My refrigerator has been hooked up for 10 years and has never had any leaks from the wall where it connects to the water line.  Only after the service person made repairs to my unit did we have the leak.  For the company to deny responsibility for the damage reveals a lack of business integrity.  For them to recommend me calling my insurance company is a joke.  There is no way an insurance adjuster could assign fault or no fault for this type of damage because I used to be an insurance adjuster.  The company is running from their responsibility and hoping that I will just give up and go away.  Well, I am not going away!  Please do the right thing.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The poor communication was solely on Campbell Appliance. They were given my phone number and email address as well as the number of my property manager. They were instructed to contact either of us and NOT deal directly with the tenant. It is NOT the tenant's responsibility or burden to handle repairs on my property. Campbell's reviews by other customer's speak the same or similar complaints as mine. How can a business continue to blame the customer and accept no fault of their own? This matter will probably have to be resolved in the court system.
Regards,
[redacted]